Juniper Support Portal is your resource for Juniper post-sales support and services.  In the portal you can manage cases and RMAs, view contract and assets, perform searches for knowledge articles, Security Advisories, Technical Bulletins, EOL information, and more.

Although the Juniper Support Portal was designed to make it easy to do business with Juniper Networks you might still have questions.   Below you'll find some frequently asked questions and answers about the Juniper Support Portal along with a list of known issues.

How to open a Technical Case in Juniper Support Portal?

How to open a case in Juniper support portal?

How do I view my support contracts in Juniper Support Portal?

How do I view my assets in Juniper Support Portal?

How do I post update on my case?

How do I open support case for my JCloud products?

Juniper Support Portal FAQs

• Training
• Access
• Account & Contact
• Communication & Collaboration
• Additional Assistance

Training

• What functions can I do in Juniper Support Portal?

  Some of the main functions you can do in Juniper Support Portal includes:

  • Case creation and management
  • View contracts, assets, and RMAs
  • View End of Life (EOL) assets
  • Search Knowledge articles, Technical Bulletins, Security Advisories, cases, assets, contracts, technical documentation, and  Problem Reports (PRs)
  • Access to Juniper Support Insights. See  Juniper Support Insights (JSI) How can I obtain access via Juniper Support Portal for details.

  • View services maintenance SKU that corresponds with product SKU through the Product to Services Mapping tool. See Where can I find Product to Service Mapping Tool? for details.

• Is there any training on how to use the portal?

  Juniper Support Portal Training Resources and Information

  Juniper has created a set of introductory videos and documents to help familiarize you with the new Juniper Support Portal.  You can also download our PDF Guides to share and use as a reference and guide to the various capabilities of the Juniper Support Portal.
  
  Juniper Support Portal / Government Support Portal Training and Information

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Access  

• How do I access the Juniper Support Portal?

  To access Juniper Support Portal, you must have a valid user login. A user login can be created through the user registration tool.
  Refer to Create New User Login Account with Juniper Networks for more information.

• Which browsers are supported with the Juniper Support Portal?

  Juniper Support Portal is based in the Salesforce Customer Relationship Management (CRM) platform. Salesforce generally recommends using the Google Chrome browser, however access to the portal via Safari, Firefox and Microsoft Edge is also supported.

• Is there a mobile version of the Juniper Support Portal?

  Yes. 

  The Juniper Support Portal Mobile application is available for iOS and Android.

  The app enables mobile access for on-the-go service support and requests, improving the overall experience for customers and partners.

  This provides swift and seamless assistance for Juniper products and services, even when you're away from your computer. 

  Juniper Support Portal Mobile Application Release Notes

  Juniper Support Portal Mobile App Navigation Guide

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Account & Contact

• What if I see errors with my data or need to change the contact information?

  If you see errors or need to make changes in your account information, please open an Admin case, or chat with our NextGen Digital Assistant.

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Communication & Collaboration

• Will I get a notification when my case is updated?

  By default, an email will be sent for case create, update, and closed events for all case priority levels; the default email format is 'Full Text'.  Additionally, if you are @mentioned in a post you will see these posts under the Bell icon. 
  
  To change your notification preferences,

  1. Go to the portal and click your name
  2. Select My Settings.
  3. Click "Edit", make the necessary adjustments, and then click "Save"

• Can I update my case via email?

  Yes.  When replying to a case email notification your response is added to to the case and the support agent is notified.  All case correspondence can be found under the Post & Actions tab for the case.

• Is there any limit to the length of my post or email response?

  A case post is limited to 10,000 characters; and an email (including formatting characters) is limited to 131,000 characters.  

• Can I attach files to my case? 

  Yes, files can be attached to a case.  Note: Files larger than 5000MB must be uploaded via SFTP. For SFTP instructions, see  KB23337 [juniper.net]  

• My co-workers need to be copied on the case notes, can I add their contact information?

  For each case you can create a cc: list; this is called a 'Watch List'.  To create a 'Watch List' go to the case, select the 'Related' tab, and then click 'New' .

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Additional Assistance

• I didn't find what I was looking for, how can I get assistance?

  For additional help...

  • Search our Knowledge Base; log in to display more results.
  • Open an Admin case via Juniper Support Portal

  Visit Contact Juniper Support for more details.

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2026-03-10: Updated the naming of JDA to NextGen Digital Assistant

2025-03-26: Updated Training section, What functions can I do in Juniper Support Portal?
Reworded Access section, How do I access the Juniper Support Portal?
Removed Are my customer account IDs and names changing?  and What happened to my cases or service requests (SR) that were in Case Manager, can I still find them? in Account & Contact section.
2025-03-03: Added article symptoms.
2024-12-18: Updated JSP mobile app question and added links for download and navigation guide
2024-06-21: Updated link to Juniper Support Portal training material
2024-03-01: Removed link to the playlist, no longer valid.
2023-07-27: Corrected training material list.
2023-06-13: Added links to Training material
2021-10-28: Rename of the support tools
2021-09-16: Updated status for issues related to large file attachments